Raquel Alba

RAQUEL BORJAL ALBA 104 4th Street Countryside Village Brgy. Sta. Lucia Pasig City Email add:-Contact Number:- Employment History: Dexcom Philippines Technical Support Representative September 7, 2020 - Present - assist patients with technical issues with their sensors - guide and assist the patients with the basic use of the CGM system/kit - process replacements - observe HIPPA Cognizant Senior Processing Executive July 2020 - Aug 27, 2020 - process orders for Papa John’s pizza TDCX (Teledirect Philippines) Customer Service Associate (AIRBNB) February 19 2018 – July 2020 - assist the users in their bookings and ongoing issues with the reservation - assist the users in basic inquiries about their account as well as walk through - handles inbound, outbound, and email - handles decision making in granting refunds for claims - provides real time assistance like rebooking and reservation cancellation Concentrix Technical Advisor (Apple) November 2017- Feb 2018 - assist the users with technical issues with their iPhones and iPads - escalate to a different department if needed TPG Technical Support representative ( Helpdesk) June 9, 2014 – November 17, 2017 + task is to identify and provide resolution to our customer's technical concerns especially with home phone and internet(ADSL and NBN[Fiber]). + we are to take advantage of DSLAM Manager; a tool where we are able to see what is the issue of the customer's connection. + If a possible line fault has been detected or if troubleshooting has been exhausted but issue has not been resolved, we escalate it to our engineers. If customer's concern is non-technical we endorse them to the relevant team accordingly. + was also assigned to the back office team wherein we call back customer's on their requested time to perform TS + also experienced being trained by the engineering department ; initial task is to work with the technicians on site over the phone, to confirm with them if there is still a fault detected on our system. + we also handled Provisioning concerns for NBN service, a Australian Gov't Company. We handle escalated concerns mainly about delayed installations due to network fault, technician capacity, Address issues and etc. + have a little knowledge in VOIP when the feature was added to the service Convergys Technical Support April 2013 – April 2014 -handled the UVERSE account - do basic TS and also assisted customer’s with their basic billing inquiry - if all TS is exhausted, it will be forwarded to dispatch or a replacement will be processed Sutherland Global Services Customer Service Oct 2011 – Feb 2013 - handled PayPal AU and NA - assist customer’s with payment concerns - was also assigned to the Disputes and Claims queue where we specifically handle disputes raised both by the buyer and seller thru EBay. Teletech Technical support Dec 2009 – Jan 2011 - supported ADSL and wireless - also do basic TS for emails and modem/router issues of customers. NCO Customer service representative ( Amazon) Oct 2008- March 2009 - assist users with tracking their shipments - assist with online purchases - assist with refunds and claims - assist users with the website navigation Skills • Knowledgeable in PC troubleshooting, in basic network troubleshooting both for LAN and wireless connection • Knowledgeable in MS Office Applications like MS Word, MS Excel, MS PowerPoint and other applications. • Internet Savvy • High energy worker and can do multi-tasking • Team player • Dynamic and fast learner • 45 wpm typing skill • Excellent in verbal and written communication Educational Background: College: La Consolacion College Manila AB MassComm- Highschool: La Consolacion School Pasig-